Support


Device Protection+ FAQ

Learning About Device Protection+

  1. What is Device Protection+?

    Device Protection+ protects your device, secures your personal information, helps you solve technical issues, and optimizes device performance — all for less than 40¢ a day. With Device Protection+, you'll have peace of mind knowing that should the unexpected happen to your device, you can get back up and running quickly while avoiding costly replacements.

  2. What's covered with Device Protection+?

    Device Protection+ covers your device in the event of:

    • Loss
    • Theft
    • Accidental damage (drops, spills, and cracks)
    • Hardware service (mechanical/electrical breakdown)*

    * Hardware Service (mechanical/electrical breakdown) coverage begins after the manufacturer's warranty expires. For Certified Pre-Owned (CPO) devices, hardware service (mechanical/electrical breakdown) coverage begins upon enrollment.

  3. Does Device Protection+ also cover all of my accessories?

    Device Protection+ covers your device, standard battery, standard charger and SIM (if applicable to your device). Accessories provided as part of your original device purchase are covered only in the event of the simultaneous damage, loss or theft of both the device and accessory.

  4. What does Device Protection+ not cover?

    Some exclusions are: corrosion or rust; pre-existing condition; failure to follow the manufacturer's maintenance recommendations; delay or loss of market, loss of income or interruption of business; intentional and/or dishonest acts; unauthorized repair or service and power fluctuations. Regardless of the cause of loss, we will not pay the costs which are recoverable under any product warranty (n/a for Certified Pre-Owned (CPO) devices). A copy of the coverage documents — with complete details regarding benefits, exclusions and deductibles — will be provided to you when you enroll in Device Protection+.

  5. What plans are available?

    There are different Device Protection+ plans available based on your device:

    • iPhone Devices — Device Protection+ Advanced and Device Protection+ Standard
    • Androidâ„¢ Smartphones — Device Protection+ Advanced and Device Protection+ Standard
    • Tablets — Device Protection+ Standard
    • Basic Phones and Other Connected Devices — Device Protection+ Standard

    Learn more about our plans

  6. What is the U.S. Cellular® Protect powered by Pocket Geek® app?

    It's an easy-to-use application that helps secure your personal information, solve technical issues, and optimize device performance. U.S. Cellular® customers enrolled in Device Protection+ Advanced plans have access to enhanced features including data backup (up to 100GB) and the ability to get live assistance with just a tap through Tech Support+. Remember, you must download and register U.S. Cellular® Protect powered by Pocket Geek® in order to take advantage of these special features.

    For more information about U.S. Cellular® Protect powered by Pocket Geek®, including instructions on how to download the app, please visit mywirelessclaim.com

  7. Why should I download the U.S. Cellular® Protect powered by Pocket Geek® app?

    Hardware can be replaced or repaired — but your personal information is priceless. Thanks to enhanced features that are only available to Device Protection+ customers, the U.S. Cellular® Protect powered by Pocket Geek® app provides peace of mind knowing your valuable information is protected and helps you make the most of your Smartphone or tablet. For more information, please refer to the Securing Your Personal Information, Solving Technical Issues, and Optimizing Device Performance sections.

  8. Does my automobile or homeowner's insurance cover my wireless device?

    Your automobile and homeowner's insurance policy may cover your device, but Device Protection+ would be primary to any such coverage.

  9. Why do I need Device Protection+ when some devices come with a warranty?

    Even the best manufacturer's warranty may not protect your device in the event of accidental damage, loss or theft. And while new devices generally come with a manufacturer's warranty that covers mechanical and electrical breakdown for 12 months, Certified Pre-Owned (CPO) devices do not. With Device Protection+, U.S. Cellular customers can protect their devices, secure their personal information, solve technical issues and optimize device performance — everything you need to make the most of the device you can't live without.

  10. Who provides the coverage?

    Property insurance coverage is underwritten by American Bankers Insurance Company of Florida (NAIC 10111; Principal Address: 11222 Quail Roost Drive, Miami, FL 33157, 1-305-253-2244; Jurisdiction: Washington, D.C. and all states in the United States; Domicile: Florida). Coverage is provided under a Master Policy issued to U.S. Cellular. You will be the certificate holder on U.S. Cellular's Insurance Policy for Loss and Theft coverage benefits. The Service Contract Obligor is Federal Warranty Service Corporation in all states, except CA, where it is Sureway, Inc., and OK, where it is Assurant Service Protection, Inc. For CA customers, the California Department of Insurance consumer hotline is 1-800-927-4357. For MD customers, the Maryland Department of Insurance consumer hotline is 1-800-492-6116. Companies providing Device Protection+ all operate under the trade name Assurant.

  11. Who administers the Plan?

    Device Protection+ is administered by The Signal, LP. The Signal CA license is 0D79676, CA licensee's address and phone number are 676 E. Swedesford Road, Suite 300, Wayne, PA 19087, 1-610-341-1300.

Enrolling in Device Protection+

  1. Who may enroll in Device Protection+?
    • U.S. Cellular postpaid customers enrolling within 30 days of device activation. iPhone customers enrolling in the Device Protection+ Advanced plan must purchase a new iPhone from U.S. Cellular on or after 9/16/2016.
    • Simple Connect/Traditional Prepaid and Ready Connect — Anonymous Prepaid customers cannot take advantage of Device Protection+.

    There are some devices that are not eligible for Device Protection+ including:

    • Devices not purchased or issued from U.S. Cellular
    • Vehicle Monitoring
    • Wi-Fi only devices such as tablets
    • Unlocked devices
  2. I'm interested in Device Protection+. How do I enroll?

    If you're an existing U.S. Cellular customer, you may enroll an eligible device within 30 days of device activation. If you are purchasing a new device or upgrading your current one on our site, you may add Device Protection+ during checkout.

    Enrolling an iPhone in Device Protection+ Advanced — Enrollment in Device Protection+ Advanced can only be done at authorized U.S. Cellular locations within 30 days of device activation. To be eligible for this plan, you must purchase a new iPhone from U.S. Cellular on or after 9/16/2016. If you do not enroll in Device Protection+ Advanced at the moment you purchase your new iPhone, you'll be able to enroll once your device passes a Visual Mechanical Inspection.

    Enrolling an Android in Device Protection+ — Enrollment in Device Protection+ must be done within 30 days of device activation. You can enroll in Device Protection+ at point-of-sale or by dialing 611 from your U.S. Cellular device. If dialing 611, a representative will place a call to your device to validate the device is in working order; you'll be able to enroll in the program once you answer this call.

    Enrolling Tablets, Basic Phones, and Other Connected Devices in Device Protection+ — Enrollment in Device Protection+ must be done within 30 days of device activation. You can enroll in Device Protection+ at point-of-sale or by dialing 611 from your U.S. Cellular device. You can enroll your tablet in Device Protection+ at point-of-sale.

  3. Can I enroll in Device Protection+ at any time?

    You have 30 days from the day you activate your device to enroll in Device Protection+.

  4. What is the cost of Device Protection+?
    Advanced Plans Standard Plans
    iPhone Android iPhone/Android Tablets Basic Devices
    $11.99/mo.PER DEVICE $11.99/mo.PER DEVICE $8.99/mo.PER DEVICE $8.99/mo.PER DEVICE $6.99/mo.PER DEVICE
  5. Do I need to pay for a full year of coverage at once?

    No. The Device Protection+ cost is billed on a month-to-month basis and will automatically renew unless you cancel coverage or it is canceled due to non-payment of your wireless bill.

  6. How am I billed for Device Protection+?

    For your convenience, the Device Protection+ monthly charge, plus any applicable taxes, will appear as an individual line item on your U.S. Cellular bill.

  7. May I easily cancel Device Protection+?

    Yes. You may cancel Device Protection+ at any time by calling 1-888-944-9400. You will receive a prorated refund or credit, if any, of your unearned premium within the applicable time frame required by law.

  8. May I downgrade/upgrade plans?

    If you're enrolled in a Device Protection+ Advanced plan, you may downgrade to Device Protection+ Standard at any time. Customers who enrolled in Device Protection+ Standard on or after 9/16/2016 may upgrade to Device Protection+ Advanced within 30 days of activating their device. All customers that enrolled in Device Protection+ prior to 9/16/2016, will only be able to upgrade plans with the purchase of a new device or a device upgrade.

Securing Your Personal Information

  1. How does Device Protection+ help protect the information I have stored on my device?

    As a Device Protection+ customer, you'll have access to enhanced features in the U.S. Cellular® Protect powered by Pocket Geek® app that will assist you in protecting your valuable data. To receive access to these features, you need to be an active Device Protection+ customer and download and register U.S. Cellular® Protect powered by Pocket Geek® onto your U.S. Cellular Smartphone or tablet.

  2. What are the enhanced data protection features that I receive as a Device Protection+ customer?

    Once you download and register the U.S. Cellular® Protect powered by Pocket Geek® app, you'll receive access to the following features that will help secure your personal information:

    • Anti-Malware: Software that safeguards your device and personal info from potential hackers and other threats. (Anti-Malware is only available for Android customers.)
    • Locate, Alert, Lock & Wipe: If your device is lost or stolen, the app will help find and remotely lock it, sound an alarm, or wipe all sensitive data. (Alert, Lock, and Wipe are only available for Android customers.)
    • Data Backup: You can back up 100GB of content for Device Protection+ Advanced Plans and 5GB for Device Protection+ Standard Plans.
  3. How can I access these enhanced data protection features in the U.S. Cellular® Protect powered by Pocket Geek® app?

    You have to be an active Device Protection+ customer and must download and register the U.S. Cellular® Protect powered by Pocket Geek® app. As soon as you do, you'll gain access to these enhanced features and can begin safeguarding your device.

Solving Technical Issues

  1. If I need technical support, what options do I have?

    If you are an iPhone customer enrolled in Device Protection+ Advanced, you can get direct access to AppleCare award-winning technical support via chat or phone. Simply visit getsupport.apple.com or call
    1-800-MY-IPHONE.

    Android and iPhone customers enrolled in a Device Protection+ Advanced plan also have access to Tech Support+ by tapping "Live Help" in the U.S. Cellular® Protect powered by Pocket Geek® app.

  2. What is Tech Support+?

    It's technical support when you need it most. iPhone and Android customers enrolled in Device Protection+ Advanced, get access to self-help resources, tools, and knowledgeable techs that are ready to provide support with issues such as:

    • Device-to-Device Connectivity
    • Microphone and Touchscreen Malfunctions
    • Bluetooth® and Wi-Fi Setup and Installation
  3. How do I access Tech Support+?

    All you have to do is tap "LIVE HELP" in the U.S. Cellular® Protect powered by Pocket Geek® app to call or chat with a Tech Support+ representative.

  4. When is Tech Support+ available?

    Tech Support+ is available Monday — Sunday 9 AM to 9 PM ET.

    Tech Support+ is not an insurance product or service contract and is part of Device Protection+.

Optimizing Device Performance

  1. How may I optimize my device's performance?

    Once you download and register the U.S. Cellular® Protect powered by Pocket Geek® app, you'll enjoy the following features that will optimize the performance of your device:

    Performance Monitoring and Troubleshooting — Run diagnostics to monitor the performance of your device, and solve small issues before they become big ones.

    Geek Tools℠

    • Data Monitoring — Help prevent data overages.
    • Battery Forecast and Boost — Monitor battery life and boost performance.
    • Speed Test — Choose the best connections for your needs.
    • Storage Manager — Maximize your available storage.

    Geek Tips® — Receive useful, device-specific information, including "how-to" tips and tricks.

    These benefits are provided to all U.S. Cellular customers at no additional cost.

  2. How may I access Geek Tools℠?

    You may access Geek Tools℠ in the U.S. Cellular® Protect powered by Pocket Geek® app by selecting the "more" icon on the app's main screen. Once there, you'll be able to see the performance state of your device based on various elements such as battery life, storage and speed connection. Geek Tools℠ will provide you with troubleshooting suggestions to help resolve any issue that may be slowing you down and ultimately optimize your device's overall performance.

  3. How may I access Geek Tips℠?

    You may access Geek Tips® in the U.S. Cellular® Protect powered by Pocket Geek® app by selecting the "light bulb" icon on the app's main screen. Once there, you'll see daily tech tips to help you get more out of your device. You will also receive daily Geek Tips® notifications to help you master the many features in your device.

  4. If the U.S. Cellular® Protect powered by Pocket Geek® app runs a diagnostic and finds a problem with my device, how do I fix it?

    As soon as you log in to the U.S. Cellular® Protect powered by Pocket Geek® app, you'll instantly see any immediate action that you should take to optimize and improve your device's performance. With just one tap, you'll see your device's diagnostic report and review troubleshooting suggestions that give you quick instructions on how to resolve these issues. You may also go directly to the troubleshooting feature by selecting the "question mark" icon in the app's main screen. Thanks to this feature, you'll become a pro at resolving tech issues that may be slowing you down.

Monitoring Your Credit

  1. What is 90-Day Credit Monitoring?

    iPhone and Android customers enrolled in Device Protection+ Advanced can rest assured knowing that they have access to 90 days of Credit Monitoring upon a loss or theft claim approval. We'll alert them if there's any suspicious activity on their accounts and help keep their personal information...personal.

  2. What are the benefits of 90-Day Credit Monitoring?
    • Up to 90 days of credit monitoring from one bureau
    • Alerts provided for new inquiries, address changes, etc.
  3. How does Credit Monitoring work?
    • Benefit is enabled once the customer completes registration via a link that will be provided by email or mail
    • Once registered, the customer's credit is then monitored for up to 90 days
    • Credit monitoring will alert the customer of any suspicious activity via email
    • If there is credit activity, customers can access online FAQs by visiting assurantmonitormycredit.com or calling 1-800-825-7161

    90-Day Credit Monitoring is not an insurance product or service contract and is part of Device Protection+.

Filing a Claim

  1. How do I file a claim?

    Device Protection+ Advanced Plan (iPhone customers)

    If your iPhone requires repair or you need help:

    • The best place to start is at support.apple.com. Just answer a few questions and you'll be presented with options to help resolve your issue.
    • Go to locate.apple.com to find an Apple Retail Store or Apple Authorized Service Provider near you.
    • Call 1-800-MY-IPHONE to speak directly to an AppleCare Advisor.
    • You may also call the program administrator at 1-800-480-0167 and a Customer Service Representative will work with you to process your claim. Or visit mywirelessclaim.com.

    If your iPhone is lost or stolen:

    • Visit mywirelessclaim.com to file your claim 24 hours a day, 7 days a week or call 1-800-480-0167 and a Customer Service Representative will work with you to process your claim.
    • Call U.S. Cellular® at 1-800-480-0167 to suspend your service and protect yourself against unauthorized use.
    • Once approved, your replacement device will be shipped via next-business-day delivery — when available — at no additional cost to you.

    Device Protection+ Advanced Plan for Android and all other customers

    If your device is accidentally damaged, malfunctioning, lost or stolen:

    • Visit mywirelessclaim.com to file your claim 24 hours a day, 7 days a week or call 1-800-480-0167 and a Customer Service Representative will work with you to process your claim.
    • If your device is lost or stolen call U.S. Cellular® at 1-800-480-0167 to suspend your service and protect yourself against unauthorized use.
    • Once approved, your replacement device will be shipped via next-business-day delivery — when available — at no additional cost to you.

    For All Plans

    If your device needs to be replaced, it will be with a reconditioned model of like kind and quality. In the event that a reconditioned one is not available, we will replace it with a new model of like kind and quality. Device color may vary depending on availability. If the approved claim involves a damaged or malfunctioning device, you will have 10 days to return the damaged broken device; details on how to return the device will be provided.

  2. How long do I have to file a claim?

    Claims must be filed within the time limit indicated in your coverage documents.

  3. What information will I need to file a claim?

    Device Protection+ Advanced Plan for iPhones

    Please have the following information on hand when you file a claim:

    • Your U.S. Cellular wireless number
    • Your iPhone model and storage size
    • Cause and date of loss or damage
    • Service fee or deductible payment method. Payment can be made by credit card, debit card, eCheck or Check on Delivery (C.O.D.). A $17 charge will apply if you choose to pay by C.O.D.

    Under certain circumstances, additional documentation — such as a police report or proof of loss — may be required in order to process your claim. Claims must be filed within the time limit indicated in your coverage documents.

    Device Protection+ Advanced Plan for Android and all other customers

    • Your U.S. Cellular wireless number
    • Device manufacturer/make/model
    • Cause and date of loss or damage
    • Service fee or deductible payment method. Deductibles can be paid by credit card, debit card, eCheck or Check on Delivery (C.O.D.). A $17 charge will apply if you choose to pay by C.O.D.

    Under certain circumstances, additional documentation — such as a police report or proof of loss — may be required in order to process your claim. Claims must be filed within the time limit indicated in your coverage documents.

  4. What is the service fee/deductible for Device Protection+ coverage?

    Service fees/deductibles vary based on device, peril, and plan. Please see below:

    Advanced Plans Standard Plans
    iPhone Android iPhone / Android, Tablets, and Basic Devices
    Hardware Service:$0

    Accidental Damage:Screen Damage Only: $29*
    All Other: $99

    Loss/Theft:$100, $150 or $175
    depending on device.
    $50, $100, $150 or $175 depending on device $50, $100, $150 or $175 depending on device

    * Within the first two Accidental Damage claims, the Service Fee for screen damage is $29 when service is provided at Apple Stores, Apple Authorized Service Providers, and through Apple's mail-in repair service. For all other Accidental Damage claims, the Service Fee is $99.

    Please visit mywirelessclaim.com to view your deductible.

  5. If I am authorized to receive a replacement device, when will I receive it?

    Once your claim is approved, your replacement device will be shipped via next-business-day delivery, when available, at no additional cost to you.

  6. If I am issued a replacement device, what type will it be?

    Your device will be replaced with a reconditioned model of like kind and quality. In the event that a reconditioned one is not available, we will replace it with a new model of like kind and quality. Device color may vary depending on availability. If the approved claim involves a damaged or malfunctioning device, you will have 10 days to return the damaged device. Details on how to return the device will be provided.

  7. What should I do with my damaged or malfunctioning device?

    You will be provided with details on how to return the device. Damaged or malfunctioning devices must be returned within 10 days of receiving your replacement device to avoid being charged an unrecovered device/equipment fee of up to $1500.

  8. Where can I get more information on the claims process?

    Visit mywirelessclaim.com to learn more about the claims process, file a claim or track an existing claim.

  9. I already filed a claim but want to check on its status. What should I do?

    If you need to check the status of your claim, you can log in to mywirelessclaim.com to:

    • Obtain shipping information (including tracking information) for your replacement device
    • View general information about your claim
    • Download any forms that may be required to complete your claim
    • Download another shipping label to return the device for which you filed a claim or
    • Verify that the damaged or malfunctioning device has been received